Question 136
You need to ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 137
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
* Establish a one-step process to send a predefined email to customers once a representative is done helping them.
* Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
* Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
* Establish a one-step process to send a predefined email to customers once a representative is done helping them.
* Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
* Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
Question 138
You are an agent for a company that uses Dynamics 365 Customer Service. You start a conversation with a client.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client's record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
You must keep track of knowledgebase (KB) articles and client conversations. When you start a conversation with a client, you must automate The following tasks:
* Open the client's record.
* Search the KB
* Send the KB article in the chat
You need to configure macros to automate the tasks.
Which three features should you configure? Each correct answer presents part of the solution NOTE: Each correct selection is worth one point.
Question 139
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Question 140
A company uses Dynamics 365 Customer Service.
Customer service representatives note that when they use customer workspaces to work on cases, they are unable to communicate with customers.
You need to resolve the issue.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Customer service representatives note that when they use customer workspaces to work on cases, they are unable to communicate with customers.
You need to resolve the issue.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.